About this role
<div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Role Summary:</b></H2> </div><div><p>As the <strong>Ownership Experience Analytics Manager (m/w/d)</strong>, you will drive a seamless, consistent, and premium ownership experience across European markets. Acting as a central interface between Customer Experience, Aftersales, Digital Services, and key customer touchpoints, you will unify customer insights, strengthen operational excellence, and align cross-functional teams to continuously improve the end-to-end ownership journey and increase customer satisfaction.</p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>We want you to:</b></H2> </div><div><ul> <li>Lead end-to-end customer experience (CX) management, including customer journey optimization, VOC analysis, complaint handling, and cross-functional collaboration.</li> <li>Drive CX performance and governance, ensuring consistent KPI frameworks, data integrity, benchmarking, and clear performance targets across markets and dealer networks.</li> <li>Oversee CX platforms and digital transformation, including HCX development, onboarding of new business units, and enhancement of tools such as Medallia and VOC systems.</li> <li>Deliver insights and performance reporting, analyzing trends, monitoring NSC performance, and supporting strategic decision-making through structured reporting.</li> <li>Evaluate and implement innovative technologies, leading testing of new modules and accelerating automation initiatives (e.g., AI, Power Automate, call center solutions).</li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>About you:</b></H2> </div><div><ul> <li>Bachelor's Degree or equivalent in Economics, Business, Marketing or related fields</li> <li>7-10 years of experience in related fields, such as Market Research industry and/or the Automotive industry/Aftersales Processes</li> <li>Strong affinity and knowledge on data analytics, including AI</li> <li>Advanced Excel and PowerPoint skills</li> <li>Familiar with CX tools (e.g., Medallia, SPSS, mTAB)</li> <li>Proven experience in leading CX programs in an international context (research, rollout, cross-market coordination)</li> <li>Experience in Customer Journey, NPS, VOC, Aftersales, Product/Service Management</li> <li>Strong understanding of customer service, aftersales, and dealership environments</li> <li>Excellent analytical and conceptual skills, with ability to translate insights into action</li> <li>Strong communication and stakeholder management across functions and markets</li> <li>Experience driving key KPIs (NPS, VoC, retention) and performance frameworks</li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>We offer:</b></H2> </div><div><ul> <li>A competitive salary and benefits package</li> <li>Flexible working hours and a hybrid working policy</li> <li>Continued learning and professional development</li> <li>Car sharing and lease mobility program</li> <li>Complimentary daily lunch at our canteen and subsidized breakfast options</li> <li>Complimentary fitness facility and the opportunity to join various sporting clubs</li> <li>Highly international working environment</li> </ul></div></div></div>